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Technical Assistance Center ManagerPeak 10

THIS JOB HAS EXPIRED

General Description:

The Technical Assistance Center Manager is a leadership role responsible for the ongoing management of a team of Technical Assistance Associates. Candidates will need to have experience in managing people both from a logistical and personnel standpoint. Experience with understanding the service delivery support paradigm is a must. TACM?s must be technically competent as well as show a capacity to empathize with and elevate team members around them.

Key Responsibilities:

Provide Management of local 24x7x365 Support Personnel
o Lead, mentor, and coach TAA?s to provide consistent and professional support environment
o Provide accurate and timely communication to all applicable parties on any customer support issues
o Monitor specific KPI?s to ensure proper execution of support
o Maintain all scheduling and coordination of Technical Assistance Associates
o Participate in Internal Incident Report review process to diagnose areas for improvement
o Perform periodic performance reviews on all TAA?s
o Work with Market Director of Service Delivery on escalated customer support issues
? Manage Resource Allocation for Engineering Tasks
o Assign workflow task items to TAA?s based on availability and experience
o Perform Quality Assurance checks on all work assigned to TAA?s
o Communicate deadlines and possible time constraints to applicable stakeholders and requesters
o Assist in training of new processes, procedures, and tools related to provisioning process
? Coordinate with Facility Operations Engineer on Facility Related Tasks
o Work with market and regional facility resources on delegating and performing facility related tasks
o Participate in training programs and provide post training refreshers for TAA?s
o Help ensure that facility is always ?audit ready?
o Assist FOE with vendor management
? Collaborate with Central Resources on Customer Support Issues
o Communicate with Central Support Supervisors and/or Managers on any customer or process issues
o Provide feedback on all company wide support processes
o Maintain relationship with central support to facilitate market to market consistency
? Promote the Company NPS Program
o Communicate and drive the expectation that all TAA?s are continually providing support worthy of being validated by NPS survey